by Colin Shaw | Oct 26, 2017 | Blogs, Customer Experience
As customers, each of us is under the influence all the time. Are we drunk? High? No and no. We are under the influence of our emotions, whether we are aware of it or not. Our irrational reactions to moments in any given experience can influence our behavior, often in...
by Colin Shaw | Oct 24, 2017 | Blogs, Customer Experience
When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1 million prize “as irrationally as possible.” That gave me a chuckle, because Thaler is a pioneer in studying the...
by Colin Shaw | Oct 19, 2017 | Blogs, Customer Experience
Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an...
by Colin Shaw | Oct 17, 2017 | Blogs, Customer Experience
Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now and you’re terrified it’s going to need a root canal – you hate root canals, everyone hates them. But while you sit there, nerves jangling, you...
by Colin Shaw | Oct 12, 2017 | Blogs, Customer Experience
If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. If you guessed online, you are wrong. Per the Trendsource 2017 Retail Industry Report, it seems that millennial...
